PRACTICE PEARLS

 

Fam Pract Manag. 2021 Mar-Apr;28(2):38.

COORDINATE CARE OF HIGH-RISK PATIENTS WITH REGULAR TEAM CHECK-INS

Our health system, University of Wisconsin Health, started a registered nurse care coordination program in 2018 to reduce hospitalizations, emergency department visits, and readmissions for high-risk patients. Registered nurse care coordinators were assigned to each primary care clinic and selected a panel of patients that met predetermined criteria. Two years in, we have some clear indications of what has worked well: deliberate and structured communication between all three parties (the patient, the primary care doctor, and the care coordinator).

We recommend that the care coordinator and the primary care doctor schedule time to communicate about their shared panelof patients and possible referrals. Regular check-ins create a trusting partnership and help care coordinators feel like they are part of a team working toward shared goals.

We also created a flag in the electronic health record (EHR) that denotes which patients have a care coordinator assigned to them. That way, all phone or portal messages go to the care coordinator instead of the traditional triage nurses, which improves continuity of care. This approach has proved satisfying for patients. Once they know whom to contact if something is going wrong, successful care coordination is much easier.

RESPOND TO POSITIVE AND NEGATIVE ONLINE REVIEWS

Online reviews from customers are becoming an important aspect of marketing in all industries, including health care. You may be tempted to ignore reviews, but marketing experts recommend businesses respond to all of them.

Positive reviews should garner a short, standard response like “Thank you.” Longer responses take more time and can be viewed as overly self-promotional. If possible,

WE WANT TO HEAR FROM YOU

Practice Pearls presents readers' advice on practice operations and patient care, along with tips drawn from the literature. Send us your best pearl (250 words of less), and you'll earn $50 if we publish it. We also welcome questions for our Q&A section. Send pearls, questions, and comments to fpmedit@aafp.org, or add your comments below.

 
 

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